Abstract

The IDC Survey highlights key contact center trends in Europe, looking at the most commonly used digital channels and incentives for migrating to cloud by country, vertical, and business size. There are strong opportunities for cloud contact centers in Europe given that penetration is low, but there is more to be done to drive awareness about its benefits. Highlighting cost benefits will speak closely to businesses in Europe, while customer experience is still not closely associated with cloud. Website contact forms/emails and SMS are still the most commonly used channels, followed by live chats and voice. There are opportunities for more modern channels such as conversational AI as long as services can be built to provide service with accuracy. Video channels, while still not very common, can have vertical-specific benefits, particularly for those requiring high-touch services.

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